Head of CS Training

Key Responsibilities

• Develop and own the global training strategy for Customer Service, aligned with business goals and CS quality standards.
• Build a long-term competency framework for CS roles (agents, team leads, QA, specialists).
• Define training KPIs and learning impact metrics (performance uplift, quality metrics, time-to-productivity).

• Lead, coach, and scale the CS Training team (trainers, instructional designers, L&D specialists).
• Set clear goals, performance standards, and development plans for team members.

• Oversee creation of training programs: onboarding, upskilling, product updates, soft skills, leadership training.
• Ensure training materials are accurate, scalable, and aligned with CS processes and customer experience standards.
• Implement blended learning (LMS, e-learning, live sessions, microlearning, knowledge base, simulations).
• Quality & Performance Improvement
• Collaborate with QA, Operations, and Product teams to identify skill gaps and define training interventions.
• Monitor training effectiveness using data-driven insights and adjust training content accordingly.
• Reduce time-to-proficiency and improve CSAT, FCR, AHT and other key metrics through targeted learning.

• Work closely with Product, CX, Operations, Knowledge Management, and HR to ensure training supports business needs.
• Provide feedback to product and process owners based on training outcomes and agent performance.

• Build scalable global training processes, ensuring consistency across countries and languages.
• Evaluate and implement modern learning technologies (LMS, AI-assisted tools, performance support systems).
• Ensure training documentation meets internal standards and remains up-to-date.

• Ensure all training activities meet local legal and internal compliance requirements.
• Support audits and internal investigations related to training quality or procedural adherence.

Qualifications

• 5+ years of experience in Customer Service or Operations leadership, including at least 2+ years managing training or L&D teams.
• Experience designing and delivering training programs for both remote teams and on-site employees.
• Proven track record of building and scaling training programs in fast-paced, high-growth environments.
• Experience working with contact centers, multilingual teams, or global operations is a strong advantage.
• Strong leadership skills: ability to motivate, manage, coach, and develop high-performing teams.
• Excellent communication and presentation skills; ability to simplify complex processes.
• Ability to influence cross-functional stakeholders at different organizational levels.
• Deep understanding of Customer Service processes, quality frameworks, and customer experience principles.
• Expertise in learning methodologies (ADDIE, TNA, adult learning principles, competency models).
• Strong analytical mindset with the ability to measure training impact and interpret performance data.
• Experience with LMS platforms, e-learning tools, and digital learning technologies.
• High ownership and a proactive problem-solving mindset.
• Strong organizational skills and the ability to balance multiple projects and deadlines.
• Adaptability and comfort working in an evolving, fast-paced environment.
• Continuous improvement mindset and passion for developing people.
• English — C1 level; additional languages are a plus.

Benefits & Conditions

• Health insurance with oncology coverage and life insurance included.
• Hybrid work mode and flexible schedule.
• Relocation package offered for candidates from other regions.
• Access to professional counseling services, including psychological, financial, and legal support.
• Diverse internal training programs.
• Partially or fully paid additional training courses.
• All necessary work equipment.
• Fitness club membership discount.